Our CEO spoke at the BIBA 2018 conference, on a panel session regarding how customers are at the heart of the broker business. The regulator spoke at a panel session on how customers are at the heart of the broker business at the BIBA conference. Adding to this, Paul Anscombe raised concerns around how consolidation was affecting customer service:-
https://www.insuranceage.co.uk/broker/3408316/biba-2018-fca-pledges-perennial-client-money-focus